Collection Counselor

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Handle a significant volume of incoming calls and/or initiate a substantial number of outgoing calls to borrowers who are behind on their payments.

• Address overdue accounts by demanding full payment, creating a robust plan with the borrower to make the loan current, or offering hardship assistance as necessary.

• Advise borrowers on their options for fulfilling payment obligations, clarify terms, and set up repayment plans in accordance with departmental procedures.

• Review financial situations, analyze monthly income and expenses, and identify reasons for non-payment.

• Provide Loss Mitigation support, and when suitable, thoroughly explain available options and procedures.

• Exhibit comprehensive knowledge and strict adherence to federal regulations and collection laws (FDCPA).

• Comply with all company and departmental policies and procedures.

• Implement proper protocols for borrowers, clients, and adhere to state and federal regulations, along with best practices.

• Maintain and update mortgage collection systems and databases with all activities and communications.

• Process mortgage loan payments following established guidelines.

• Consistently achieve or surpass monthly performance targets.

• Successfully complete required annual regulatory compliance training.

• Perform additional tasks as assigned.

⛳️ Requirements

• High School diploma or equivalent qualification.

• Proficient in PC skills, including Microsoft applications and loan servicing platforms.

• 1-2 years of experience in collections or customer service.

• Strong analytical and problem-solving skills with a keen attention to detail.

• Excellent communication abilities, with a proven track record of interacting positively and professionally with all levels of both internal and external stakeholders.

• Capability to negotiate effectively and demonstrate assertiveness and empathy as needed to achieve favorable outcomes.

• Proficient understanding and explanation of financial matters, modifications, and foreclosure details in a manner that is easily understood by affected audiences.

🏝️ Benefits

• Comprehensive Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program, among other offerings.

• Employer-covered Life Insurance, Short-Term Disability, and Long-Term Disability benefits.

• 401 (K) Plan with company matching contributions.

• Paid Vacation, Sick Leave, Personal Days, and Holidays.